Our annual Involved Customer Conference celebrated partnership and progress
We recently welcomed customers, Board members and senior leaders to our annual Involved Customer Conference to celebrate customer involvement and shared success over the past year.
The event, held in Birmingham, brought together members of our Customer Voice and Scrutiny Panels, alongside representatives from our Executive Team and Board. The day highlighted and celebrated the vital role customers play in shaping services, influencing decision making and ensuring that we continue to deliver the homes and services people want and need.
Central to the conference was a focus on listening and acting on customer feedback. Discussions explored how customer insight is driving real improvements across areas such as repairs, community investment and communication.
Marion Duffy, our Chief Operations Officer said: “Customer involvement isn’t just a process, it’s part of who we are. By listening to and acting on our customers’ voices, we can make sure we’re delivering the right services, in the right way, for the people who rely on us every day.”
As part of our governance structure, the Customer Voice Panel has a direct line to the Board and senior leadership. Members meet regularly to review performance, challenge decisions and share insights and views from the wider customer community.
Megan Morgan, Chair of the Customer Voice Panel said: “It was lovely to see so many familiar and new faces at this year’s Customer Voice Conference, which offered customers a great opportunity to ask questions, provide feedback and to learn more about Platform.”
“As always, it feels that customers are being put at the centre of everything Platform hopes to achieve in the near future. I look forward to another year of reflecting and feeding back with my fellow panel members and Platform staff.”
The conference also marked the growing number of customers getting involved in engagement opportunities, with 155 new members joining in the past 12 months through initiatives such as our Platform Voices, an online space for customers to share their views and get involved.
The platform has seen nearly 5000 visits, with customers taking part in surveys, document reviews, discussion boards, forums and quick polls. This has made it easier than ever for customers to influence decisions and help shape the services that matter most to them.
Workshops during the day focused on strategy, including priorities for 2026 and how customer feedback will continue to guide our long term vision. Customers shared their views and experiences, discussed new ways to engage and contributed ideas to strengthen customer involvement.
Marion concluded: “The insight we gain from events like this helps us grow, evolve and make sure that every customer has the opportunity to be heard.”
Cara Green, External Affairs Manager at the National Housing Federation also delivered a presentation highlighting the organisation’s commitment to puting residents at the heart of its work and strengthening tenant engagement through national initiatives such as the Tenants Advisory Panel and Together with Tenants Charter.
She said: “It was a real pleasure to be invited to Platform’s Involved Customer Conference - the first event of its kind that I’ve attended – and to see first hand the fantastic work being done to put customers at the heart of everything.
“I was genuinely impressed by the confidence and depth of knowledge shown by customers and by how closely Platform works with them to shape services and drive improvement. It’s clear that this partnership approach is making a real difference and setting a great example for the sector.”
Photo caption: l to r, Lisa Fairlie, Platform’s Director of Housing Operations, Alison Holland, Scrutiny Panel Chair, John Weguelin, Platform’s Group Board Chair, Megan Morgan, Customer Voice Panel Chair and Marion Duffy, Platform’s Chief Operations Officer.